PC Support Analyst

Job Description

Location: [[req_workLocation]]
Location Address: Hyderabad, Telangana 500081 India (IN)

Careers with CDK Global – where to next?
So who are we and what do we do?
CDK Global is the largest global provider of integrated information technology and digital marketing solutions to automotive dealerships and manufacturers in more than 100 countries worldwide for the world’s biggest car brands. Although we operate on a global scale, we are small by comparison and that is a good thing. It means that we are still a business where every person matters and where anyone can make an impact on our growth and success. We have opportunities in a wide range of business areas so wherever in the world you join us, you will get the support, training and tools you need to make significant steps forward in your career.

Client Technical Analyst - II- Position Summary

Provides primary support to customers encountering problems using the CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development

Provides accurate review, testing and reporting as it pertains to CDK content in Service Connect.

Daily analysis of customer cases reviewing How-to issues documenting the issue and keywords and phrases used by customer. Weekly reporting of online help content ensuring all help content is viewable in Service Connect. Participation in defining and testing keywords and phrases drawn from case analysis. Service Connect Quarterly testing of all featured content in Service Connect with an on-going attention to reporting deficiencies in either lack of content or content that has links broken or steps missing.

Position Responsibilities & Essential functions

• Case Analysis for understanding of issue, resolution, and customer terminology
• Select articles/content to be featured as best resolution for How-to issues
• Define keywords/keyword phrases used in Service Connect to feature content
• SCN Checks - weekly checking/reporting of Online Help Content
• Quarterly testing of all featured content in Service Connect
• Analysis of reports generated showing customer usage and incorporates change
• Assesses issues with content and report need for “new content” or corrections to existing content needed through Knowledge Requests (KR’s)
• Practically applies knowledge of CDK LOB’s in relation to customer verbiage when serving their needs through Service Connect
• Attends training courses as required and stay abreast of evolving internal processes and industry developments
• Works in a team environment and assist team members with knowledge and workload
• Provides other ad hoc support and duties as assigned
• Works in an environment with competing priorities

Qualifications & Requirements

• Graduate (BCA, B Tech) with 1-4 years of experience
• Proficient in PC skills, specifically in Windows and IOS environments
• Knowledge and familiarity with mobile devices (Smartphones/iPads)

Preferred Attributes

• Problem solving ability
• Ability to document, track and monitor a problem/issue to a timely resolution
• Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties
• Willing to work in rotational shifts

Who do we look for? We look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. What can we offer you? To help us attract and retain the best, we pay people according to performance, not tenure. Excel in your role here and the rewards will be excellent too. We will also help you to grow your career, not only through focused investment in learning and development but also by enabling you to explore the opportunities our global market has to offer. Start your Journey with CDK Global.